Information Technology Specialist (Customer Support)

Department of War Education Activity • Fort Buchanan, PR

2d

About The Position

This position is located in the Department of War Education Activity (DoWEA) Information Technology Division’s Global Operations Branch at Fort Buchanan, Puerto Rico. Federal employees at this location are currently entitled to a 2.49% cost-of-living allowance (COLA) in addition to base salary; this rate is subject to change. Situational telework may be available under agency policy. This is a Direct Hire Solicitation.

The Information Technology Specialist provides customer support by responding to IT incidents, troubleshooting hardware and software issues, maintaining helpdesk tickets, and supporting software and operating-system deployments. The position requires one year of specialized experience and IT-related experience demonstrating attention to detail, customer service, oral communication, and problem-solving competencies. Education cannot substitute for the required experience.

The position requires a Tier 3 investigation. The incumbent must complete Foundational Qualifications within 9 months of appointment and Residential Qualification requirements within 12 months, in accordance with DoD Directive 8140 and DoD Manual 8140.03. A one-year probationary period may be required. Other employment conditions include proof of U.S. citizenship, direct deposit, and a suitability/fitness determination. A transportation agreement may be required.

Requirements

• One year of specialized experience providing immediate response and resolution to information technology tickets, analyzing IT helpdesk tickets for escalation, diagnosing hardware or software problems, and briefing senior leadership with status updates on projects and challenges.
• IT-related experience (paid or unpaid) and/or appropriate intensive training demonstrating attention to detail, customer service, oral communication, and problem-solving competencies.
• Experience must be used to meet the qualification requirement; education cannot substitute for experience.
• U.S. citizenship is required.
• A Tier 3 (T3) investigation is required, and appointment is subject to a suitability/fitness determination based on a background investigation.
• Complete Foundational Qualifications within 9 months of appointment and Residential Qualification requirements within 12 months.
• Direct deposit of pay is required.
• Male applicants born after December 31, 1959, must complete a Pre-Employment Certification Statement for the Selective Service Requirement.
• A one-year probationary period may be required.
• A transportation agreement may be required.

Responsibilities

• Analyze incident request trends and patterns to identify opportunities to improve services.
• Analyze, document, and plan additions, upgrades, or configurations to ensure proper application software and web services.
• Analyze hardware and software problems and perform immediate repairs or replacements, or refer issues for other repairs.
• Remove, reinstall, or reconfigure desktop software or web services to correct issues.
• Monitor the helpdesk system for new tickets, document and update existing tickets, and follow them through resolution.
• Test new software deployment packages and operating-system images and provide feedback or solutions.

Benefits

• The position may include a 2.49% cost-of-living allowance in addition to base salary; the rate is subject to change.
• Situational telework may be available under agency policy.
• Selectees initially recruited from the United States may receive certain benefits, such as home leave, subject to approval and applicable regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed